Role Overview & Responsibilities
Support is engineering under time pressure—with a human on the other side.
ErthDev is looking for a Technical Support Engineer to help clients and internal teams diagnose issues, restore service, and improve product reliability after launch.
You'll handle L1/L2 support for products we build and maintain.
What you'll do
- Triage and resolve technical support requests.
- Reproduce issues and gather clear diagnostic information.
- Work with engineering to escalate and resolve defects.
- Maintain known-issue documentation and runbooks.
- Communicate status clearly to clients and internal stakeholders.
- Monitor recurring issues and propose product or ops improvements.
- Support releases with verification and rollback awareness.
- Handle access, environment, and configuration questions carefully.
- Protect client confidentiality and production safety.
- Improve support quality metrics over time.
Support at ErthDev
Support is not a ticket factory.
It is part of product quality and client trust—especially for maintenance and retainer work.
What you'll get
- Fully remote work from Egypt
- Flexible working hours with collaboration overlap
- Cairo office access when needed
- Paid annual leave and sick leave
- Performance bonuses and annual salary reviews
- Learning and development support
- Courses and certifications
- Conference opportunities
- Equipment and internet support
- Medical insurance
- Mentorship and career growth
- Exposure to projects across different industries
Hiring process
Application → Initial Conversation → Support Scenario → Interview → Final Conversation → Offer
If you enjoy solving problems while protecting the user's confidence, we'd like to meet you.
Apply through LinkedIn Easy Apply or the ErthDev careers page.
Qualifications & Architectural Expectations
What we're looking for
- Strong troubleshooting skills across web applications and APIs.
- Comfortable reading logs and technical documentation.
- Clear, calm communication with frustrated users.
- Basic understanding of databases, HTTP, and cloud environments.
- Ability to prioritize severity and impact.
- Discipline with documentation and follow-up.
- Willingness to learn product domains quickly.
- Professional ownership of unresolved issues.
Experience with helpdesk tools, SaaS support, SQL, browser debugging, and on-call/support rotations is a plus.